Account Support Analyst
Job Description
Job Accountabilities:
Manage queues in Salesforce and MBS, and complete cases, projects, and/or MBS tasks in accordance with standard operating procedures.
Process agency onboarding, user access provisioning, and account lifecycle management, including creation, validation, updates, and deactivation of accounts.
Maintain and update agency and underwriter information across systems with accuracy and completeness.
Provide timely and accurate status updates to internal and external customers.
Identify and resolve straightforward issues using standard procedures and escalate when necessary.
Monitor workload, prioritize tasks, and demonstrate accountability in achieving productivity, quality, turnaround time (TAT), and SLA targets, ensuring alignment with overall KPIs and team performance goals.
Support training and knowledge sharing for new or existing team members, as required.
Attend virtual meetings, team huddles, and operational calls as required.
Identify process improvement opportunities and support continuous improvement (CI) initiatives.
Support digital transformation efforts, including adoption of new tools and systems and utilize approved AI tools (e.g., Copilot) to improve productivity, documentation, and task management.
Contribute to automation initiatives by identifying repetitive tasks and supporting process enhancements.
Participate in AI, OPEX, Agile, and process improvement projects to drive efficiency and cost savings.
Ensure compliance with SOPs, REPH/BU policies, and operational guidelines.
Willing to work in a graveyard shift.
Qualifications:
Bachelor's degree holder or completed at least 2 years level in college (no back subjects/incomplete units)
Demonstrates efficient and accurate typing skills in a fast-paced processing environment
Proficient in MS Office applications (Excel, Outlook, Word, PowerPoint) with strong computer navigation skills
Experience in operations, account support, onboarding, or case management is preferred
Familiarity with Salesforce, MBS, or similar systems is an advantage
Knowledgeable in AI tools and applications (e.g., AI Copilot, automation tools)
Demonstrates a strong sense of urgency with high attention to detail
Ability to prioritize and manage multiple tasks in a production-based environment
Strong communication and stakeholder management skills
Strong interpersonal and collaboration skills
Good analytical and problem-solving skills
Strong English reading comprehension
Open to continuous improvement, automation, and digital transformation initiatives
Willing to learn basic prompt engineering and AI-assisted workflows
Can be located in either Manila or Iloilo
Ability to quickly learn and apply enterprise AI tools and technologies to support technical workflows and business objectives
Must be in current role for 1 year
Must not have received any Disciplinary Action within the past 12 months
Must not be enrolled in any Performance Improvement Plan (PIP) for the last 12 months
Must not have any Attendance and Punctuality issues in the past 12 months
Must have a Successful or above rating in the last Enabling Performance cycle
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